Review summary

Princess Cruises has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and expensive.

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MM

Marcelo Marqyez

3 out of 5 stars
Realice 3 cruceros con Princess

Realice 3 cruceros con Princess, el primero en 2023, a Islas Britanicas en el Regal, 15 dias. el segundo en 2024, trasatlantico en el Sun Princess 17 dias, el ultimo en junio 2025, fiordos, en el Emerald, 17 dias. En el ultimo note una baja muy importante en calidad de espectaculos y comida. Estos 2 itens para los cruceristas son importantes. Los espectaculos con excepcion de una cantante, creo que se llamaba Lynda Evans, mediocres. Un hipnotizador que se veia claramente el engaño y encima lo repitieron. Un coro y musical de los propios tripulantes, imaginense. Y otros por el estilo. La comida. Mucha comida de olla y aspecto regular para abajo, los primeros dias habia salmon, despues lo remplazaron por otros pescados de regular preparacion. Carne poco. Fruta siempre verde. Postres repetitivos. Un dia nos ofrecian croisants del dia anterior. Y varios dias faltaron. Entre los puertos, habia 3, de pequeños pueblitos con muy poco interes. Hubiera sido ideal, sacar por lo menos 2 e incluir 2 dias en Oslo. He viajado en MSC, Norwegian, Celebrity y pense que en Princess habia encontrado mi naviera Premium. No es mas una compañia premium.

GU

Gordon Underwood

1 out of 5 stars
We booked the Princess Premier Package…

We booked the Princess Premier Package and for 2 days now they've blocked my stepsons medallion insisting he can only buy non alcoholic drinks. He's 28 years old!! The ship is tired and a lot smaller cabins than other cruiselines we've used. Spent more time at guest services than enjoying the actual cruise

CN

Courtyard North Scottsdale

3 out of 5 stars
policy problem

The cruise experience itself was actually pretty good. The problem I have with them is a policy issue. My fiancee works for an airline and is able to get travel discounts, which she used to book the cruise. After booking I was looking at the Princess website and realized they offer a military/veterans onboard credit. As a vet I thought this was great. I went through the verification process and waited for my credit to be applied. And waited, and waited. I decided to call customer service to see why the credit hadn't been applied. I was told because my fiancee booked with her discount that I wasn't entitled to the veteran's credit. I'm not sure what one has to do with the other, but I hope Princess addresses this in the future.

MH

Matt Hart

2 out of 5 stars
Poor security majestic

I'm so surprised to a company like princess has so many issues with customer safety, with insecure rooms, witnessed customers being attacked infront of staff, two other incidents that almost led to attacks in front of staff who in the staff words "didn't want to involve security as the head gets angry" which i can 100% relate to with his dismissive and confrontational attitude when we tried to reported our concerns with not locking rooms, the green unlocked light stays on even when you are out of sight of your cabin, allowing anyone behind you to enter your room without your knowledge, apparently not a problem from the head of ship security (you won't be covered on insurance) repeated entertainment and menu if on for over a week, dirty plates and napkins left on buffet tables, not to mention the movement sensor light in the cabin that comes on if you go to the bathroom at night and lights the whole room without being able to turn it off.

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All reviews

645 total • Write a review

Showing 21 - 30 of 641 reviews
DC
1 out of 5 stars

Dumb rules, poor quality

Drone flyers avoid @PrincessCruises at all costs. They are completely an utterly prohibited... and are really anal and dumb about it. Additionally, food is average, communication is abysmal, entertainment is poor. All in all there are so many better options

Date of experience: April 18, 2025

P'
1 out of 5 stars

Princess never gives refunds

Princess never gives refunds. Though I tried to resolve getting a USA $44.95 refund for a shore excursion, I never got one after calling them several times and emailing them several times. I cancelled one shore excursion with their excursion desk on the ship, when I could still get refunded all of my money. The person who helped me said I'd get a refund. I never got it for my January 2025 cruise.

Date of experience: April 17, 2025

AG
1 out of 5 stars

1 Star Review for Royal Princess

1 Star Review for Royal Princess – Disgraceful Behavior by Executive Chef, No Accountability from Princess Cruises I took the Royal Princess (Sydney to Eden, March 13–16, 2025) to celebrate my 29th wedding anniversary. The trip was enjoyable — until it was completely ruined by the unprofessional, arrogant behavior of Executive Chef Daniel Skrba On the final morning, while waiting for my poached eggs, I had one hash brown on my plate. Lost in thought, I took a small bite — a simple mistake. Suddenly, this chef, who seemed more interested in barking orders than showing hospitality, confronted me loudly and aggressively in front of other guests. His tone was rude, overbearing, and frankly, unfit for someone in a leadership position on a luxury cruise line. I calmly approached him later to ask about his tone, only to be met with even more disrespect, including unnecessary comments about my age. His attitude suggested he forgot he was speaking to a paying guest — not someone working in his kitchen. I filed a formal complaint with Princess Cruises. It has been completely ignored. No response. No apology. No ownership. If this is how Princess Cruises empowers its senior staff to treat guests, I suggest spending your money elsewhere. There’s nothing “royal” about being talked down to by a chef on an ego trip.

Date of experience: April 17, 2025

J

JWS

US

1 out of 5 stars

I wish I could give them zero stars for…

I wish I could give them zero stars for their lousy customer service. As other reviewers noted, they pull the wool over your eyes and when you complain they point out the fine print in their contract. Tips should be optional and dependent on service, right? Well, not so with Princess. They charged us $952 Crew Appreciation and when we told them that we had already paid $400 in tips to crew members whose service we appreciated and that we were not okay with the additional charges, we were told that it was too late to adjust that. Their argument was that we could have adjusted the amount to zero only before disembarkation (we had contested a charge a few days later). To me it's a scheme to squeeze the last dime out of passengers. Corporate America at its worst. I'm all in favor of rewarding the staff on cruise ships and the Crew Appreciation is used for bonuses. However, maximizing company profits by financing bonuses in this sneaky, roundabout way is not the way to go. How about fair wages instead - and paying bonuses out of the large profits Princess makes? (2023: $21.6 billion revenue and $2.1 billion free cash flow - the share holders were very happy with that)

Date of experience: April 14, 2025

VE
1 out of 5 stars

Princess Cruise line Cancelled my cruise after receiving full payment and there were no communication

I made a reservation directly with Princess on January 9th (Booking #8W9XCL, Cabin #E324, booked by Auston Auch) and paid the full amount of $3,799 on January 10th. My two friends, traveling from London, were especially excited as it was their first cruise. On February 3rd, I confirmed with a Princess representative that the payment was in their system and would be processed within 2-3 business days. However, on February 18th, I was shocked to learn from Hanna at Princess that our cruise had been canceled due to non-payment, despite our payment being confirmed by both the bank and Princess. This error caused us significant distress, as we spent hours searching for alternatives during peak season. We eventually booked with another cruise line at a much higher cost. While we salvaged our trip, the excitement was lost. After this experience, we are reconsidering cruising with Princess again, as this was the worst experience we've ever had.

Date of experience: April 2, 2025

GP
1 out of 5 stars

Customer Service fail

Onboard service is great but UK Customer Service is shambolic at best, rude and aggressive at times. Currently advertising a 15% off sale on onboard activities but prices are the same as the day before the sale. Customer Service claim the price was increased 'minutes' before the sale but when you ask to speak to manager of complaints the call agent claims to be 'the most senior person working for Princess in uk' - really? Manning Customer Service on a Sunday morning?

Date of experience: March 23, 2025

A
1 out of 5 stars

Greedy and disgusting service!

I booked a cruise with Princess for 2026 (over a year away!). They changed the itinerary, one less port stop which I had wanted to do and shortened the cruise. Despite this being a year away, they are refusing to give my deposit back or even part of it, stating their T&Cs say it’s not a substantial change. Awful customer service despite this being their doing and no lee-way on customer service at all! I will never book with them again. The greed for your money is disgusting!

Date of experience: March 23, 2025

AC
2 out of 5 stars

Incredibly poor customer service

Although a great cruise, I was supposed to get a refund about an excursion that was cancelled. I'm now here months after the cruise still fighting for my refund. They also charged me for other people's wine at dinner and just keep saying it's a "valid charge" so they won't refund that either. Avoid this cruise line if you want anything resembling good customer service

Date of experience: March 20, 2025

cr
1 out of 5 stars

Princess cruises is a scam

Princess cruises is a scam, be sure to read all fine lines, which I didn't my mistake, booked a cruise and received onboard credit which was charged on my credit card, I had to cxl the cruise and did not receive the onboard credit back, I called princess and there response was that the onboard credit was not refundable, so I called and asked if I did take the cruise and did not use the onbaord credit, would I get my money back and customer service said no, that was a non refundable charge..that to me is a sales scam..

Date of experience: March 20, 2025

HS
1 out of 5 stars

Katastrophe hoch 3...2 Schiffsreisen…

Katastrophe hoch 3...2 Schiffsreisen mit unterschiedlichen Schiffen in einem 4 Wochen Zeitraum gebucht. Katastrophale Hygiene an Bord mit Magen Darm Viren auf beiden Schiffen, Katastrophales Ausflugsmanagement, selbst bei über Schiff gebuchten Ausflügen mehrfach unpünktlich. Außenkabinen ohne Sicht, da Rettungsboot direkt press davor. Auf Reklamation keine akzeptables Angebot. Für Schiffsreisende geeignet, die Nostalgie lieben, konkret alte Schiffe in den 70 er Jahren hängengeblieben.

Date of experience: March 14, 2025

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